Preserve Guest Services Assistant II

NOTE: If you are a current employee, you MUST apply via the Career worklet in Workday and not through this site. If you submit an application on this site, it cannot be processed.

The duties listed below are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class. 

Greets guests, employees, vendors and other Preserve visitors; sells tickets for groups, educational tours and events at the Preserve entrance gate ticketing window; assists in resolving any entrance bottlenecks or guest entry flow problems; answers questions, gives directions and responds to and resolves guest complaints and issues; suggests changes to improve guest service; provides guest feedback to supervisors.  

Performs crowd control duties as needed; accepts lost and found items and assists guests in locating lost items; responds to medical emergencies as appropriate. 

Complies with and enforces Preserve and guest policies and procedures, including general safety rules, to ensure guest safety and satisfaction and high quality of operations. 

Notifies management of any problems and issues observed regarding Preserve cleanliness, maintenance, safety and security; operates two-way radios for communication as needed.  

At point-of-sale locations, receives payments from Preserve guests; issues and collects tickets; performs cross-selling functions to promote membership sales and sales of merchandise, food and options for educational classes and programs; assists with gift shop merchandising and operations. 

As needed, provides support for a wide variety of guest services operations such as driving the train, other exhibit support assignments, stroller/bike rentals and directional support. 

Assists in setting up and breaking down arrangements for Preserve special events; carries out assigned responsibilities during such events. 

May assist with Preserve educational activities; sets up and takes down demonstrations; assists guests in operating interactive exhibits. 

May assist in the Nature Exchange trading program; explains trading exchange rules and procedures to participants including ethical and safety issues involved in collecting objects; reviews trading items submitted and proposes complimentary research activities following established procedures; reviews completed research submitted by participants and suggests areas for further enhancement/enrichment; may assist in maintaining up-to-date records of visitor ship and trader data. 

Supports maintenance of the Nature Exchange collection; cleans, labels and displays objects and maintains an inventory of items submitted such as geologic specimens, photographs and nature journals; ensures the overall neatness and presentation quality of the collection. 

Under general supervision, performs or assists in performing admissions, retail operations, merchandising and other guest services activities for the Springs Preserve; assists in supporting Preserve activities such as train rides, demonstrations, exhibit support and other activities and special events; assists guests with membership purchases and renewals; and performs related duties as assigned. 

Preserve Guest Services Assistant I is the entry-level class in the Guest Services Assistant class series and may be assigned to perform a variety of guest services duties, including greeting guests, admissions, crowd control and assisting with gift shop operations. This class is alternately staffed with Preserve Guest Services Assistant II and incumbents may advance to the higher level after gaining experience and demonstrating proficiencies that meet the qualifications of the higher class. 

Preserve Guest Services Assistant II is the journey-level class in the Guest Services Assistant series. Incumbents are fully trained and independently perform a variety of duties supporting admissions and guest services, gift shop sales, stockroom operations and Preserve special events.  

Incumbents at both levels are expected to be customer service ambassadors and demonstrate a high degree of interpersonal skill, sensitivity and commitment in ensuring a high performance, guest service-oriented work environment which supports achieving the Preserve’s vision, mission, objectives and values. 

As needed, cleans and straightens Preserve work areas; inspects work areas for cleanliness, maintenance and safety; stocks work areas with supplies. 

Provides assistance and administrative support to other Preserve staff as needed. 

A valid Nevada driver’s license and the ability to maintain insurability under the District’s Vehicle Insurance Policy. 

Customer service standards, policies, procedures and etiquette; guest services practices in a public attraction or museum setting; ticketing practices and procedures; arithmetic and basic mathematics; safe work practices and procedures. 

Perform ticketing, admissions, sales and other guest services rapidly, accurately and courteously; evaluate and respond courteously to guest and visitor complaints; analyze problems and take action following established procedures; operate a computer and other standard ticketing and point-of-sale equipment and software; learn and apply District rules, procedures and practices for taking payments and receipting and for ticketing/point-of-sale system operations; learn, understand, interpret, apply and explain District policies and procedures applicable to areas of responsibility; understand and follow written and oral instructions; understand and follow proper payment handling procedures; make accurate arithmetic calculations quickly and accurately; prepare clear and concise records and other written materials; communicate clearly and effectively, both orally and in writing; exercise tact and diplomacy in dealing with sensitive and confidential customer issues and situations; maintain composure in stressful situations; establish and maintain highly effective working relationships with guests, Preserve supervisors and staff, the public and others encountered in the course of work. 

A typical way of obtaining the knowledge, skills and abilities outlined above is graduation from high school or G.E.D. equivalent and at least one year of paid or volunteer experience involving guest, visitor or customer interaction, preferably in a museum, cultural or public attraction venue; or an equivalent combination of training and experience. 

A Preserve Guest Services Assistant I may be considered for advancement to Preserve Guest Services Assistant II after demonstrating proficiency to perform the full range of duties of the latter class. Proficiency criteria and the process for demonstrating performance at the levels established in the criteria are established jointly by hiring authorities and the Director, Human Resources and are described in a separate document. 

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this class, employees are regularly required to sit; talk or hear, both in person and by telephone in indoor and outdoor settings; and use hands repetitively to operate, finger, handle or feel computers and other standard office equipment; and reach with hands and arms. Employees are regularly required to stand and walk; stoop, kneel, or bend; and lift up to 25 pounds. Employees occasionally lift up to 50 pounds.  

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, the ability to distinguish basic shades and colors and the ability to adjust focus.   

While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret information; analyze and solve standard guest service problems; observe and interpret customer service situations; learn and apply new information or skills; perform highly detailed work requiring a high level of accuracy; work with frequent interruptions; and interact with guests, managers and staff, the public and others encountered in the course of work.